Delivering a greater customers experience (CX) has become an agenda for almost all the brands as it plays a key role in both generating more sales and customer retention.

According to a Forrester prediction, in 2019 20% of brands will throw up their hands and stop trying to win at CX.

Forrester has published a new podcast with the title ‘Should You Give Up On CX? A Look At Your Much-Worse Alternatives To CX Excellence’ featuring Harley Manning, Vice President and Research Director.

About the podcast

In this episode, Vice President and Research Director Harley Manning explains that, in the age of the customer, firms that ignore customer experience do so at their own peril. There is a price for sitting still. Your competitors will fix their problems; the expectations of your customers will rise. At the same time, differentiating on CX is difficult for the same reasons. It’s not easy to sell the C-suite on a point of differentiation that requires incessant work to keep you ahead of the pack.

The missing link is financial modeling. CX organizations have so far lacked the business acumen to articulate how much revenue an increased CX score can win (or how much can be lost by doing nothing). Fortunately, financial modeling for CX isn’t all that difficult.

Should You Give Up On CX? A Look At Your Much-Worse Alternatives To CX Excellence

Forrester

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